Shashank Duggal

Customer Experience & Business Analyst Professional, with a Master’s degree in Business Administration and over 12 years’ experience in Customer Experience transformations and delivering Customer facing IT solutions to clients in Automotive, Telecom, Manufacturing and Travel industries as Business Analyst Formulation of Customer Journey Map for Key Accounts and Channel Partners Managing CRM implementations (Web & Mobile) across Eaton USA, EMEA, Asia & Australia.

Evaluating CRM products available within the market – SWOT Analysis Active Participation in RFP/Sales Proposal Collecting requirements from Sales & Marketing teams for customer facing solutions

Played multiple roles in Dealer Management System (DMS) implementation project for World’s largest 2 wheeler manufacturer across different phases & functions (Business analysis, Design, UAT, Roll out and Change management)

Understanding of As-Is business process and IT landscape for Marketing ,Sales and Service Development of Use Cases Designing ‘To Be’ Solution Product Fit Gap analysis

Understanding of As-Is business process and IT landscape for Marketing ,Sales and Service Development of Use Cases Designing ‘To Be’ Solution Product Fit Gap analysis

Implemented Siebel Pre-Sales & Sales module for Dealer Management System Comprehensive study of Voice of Business (VOB) & Voice of Customer (VOC) Prepared comprehensive scenarios for giving customer a seamless online buying experience. Ensuring the effective & efficient usage of SOA tool. Creation of analytics dashboards for measuring the ROI of Web Campaigns

Marketing & IT

Computer Science